Using any company, conduct the necessary research and submit a report on customer needs as they relate to the provision of quality customer service. The customers may be internal, external or both. The report should cover the following areas:
I. An introduction, explaining the purpose of the report
II. A description of the organisation and department and the products / services provided.
III. A description of the methods that you used to research and identify customer characteristics and needs.
IV. A summary of the information that you gathered in relation to:
1. Customer characteristics
2. Customer needs
V. Based on your data gathering/summary of the information collected on customer characteristics and needs, explain how would you plan for quality customer service?
VI. Are there any legislative requirements that your proposed quality customer service plan should meet? Just mention few of them.
VII. A conclusion, analysing the information that you gathered and identifying the key requirements for quality customer service.
Part 2:
Imagine your quality customer service plan has been successfully implemented in your example/chosen organization. Six months later, you want to investigate the current customer service quality level. Besides, you are also interested in monitoring the progress of your plan.
Answer the following questions considering this scenario.
Q1. What mechanism you would use to investigate customer satisfaction?
Q2. Design a customer satisfaction survey and attach a copy of the survey as an evidence to the answer of this question.
Q3. Imagine your customer satisfaction survey revealed too many customer handling complaints. Discuss your strategy to resolve this issue.
Q4. Imagine your monitoring mechanism has identified staff's incompetency as the root cause for downfall in customer services. What strategies would you recommend to your management to fix this issue?
Q5. Imagine your monitoring mechanism has identified staff's incompetency as the root cause for downfall in customer services. What strategies would you recommend to your management to fix this issue?